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50种客人讨厌的服务

(2011-09-04 21:03:30)
标签:

酒店培训

国际酒店管理

楼层

美食

员工

满意程度

员工价值

杂谈

分类: 学习交流

The 50 basics – what guests get upset over more than anything else

 

1.
烟缸中有超过两个的烟蒂。

When ashtrays have more than 2 butts in them.

2.
沙律是温的。

When salads are at room temperature.

3.
服务员不主动添水。

When water glasses are not automatically refilled.

4.
热食品是用冷用具盛放的。

When hot food is served on cold plates or in cold cups.

5.
热的食品不热,冷的食品不冷。

When hot food is not hot and when cold food is not cold.

6.
客房送餐的电话铃响超过五次才有人接听。

When the R/S phone rings more than 5 times before being answered.

7.
客人听到“请稍候”,但三十秒后仍没有人照顾他。

When a guest gets put on hold for more than 30 second.

8.
用具是破损的。

When dishes or glasses are chipped.

9.
餐台上的银器有污渍,没有被擦亮。

When silver on tables is spotted or tarnished.

10.
玻璃器皿上有水渍。(将玻璃器皿对光观察,即可发现水渍
)
When glasses and streaked. (Hold them up to the light and you will see).

11.
菜单或台垫破损,有污渍或已
脏了。

When menus or placemats are ripped, stained or smudged.

12.
面包不新鲜。

When bread or rolls are stale.

13.
没有足够的菜单给客人。

When there are not enough menus for the customers.

14.
配料瓶内的配料未装满,或瓶颈沾有配料。

When condiment bottles are not full and are coated at the neck.

15.
客人等了三分钟却仍没有服务员为他点饮料。

When guests wait for 3 minutes without having a drink order taken.

16.
食品准备好了却没有服务员传菜。

When food sits in the kitchen window waiting to be picked up.

17.
瓷器,银器或水杯不够。

When we run out of chinaware, silver or glass.

18.
餐台上的银器是弯曲的。

When silver is set crooked on tables.

19.
餐台摆设不当。

When the tabletop is not picture perfect.

20.
糖盅内不清洁。

When sugar bowls are dirty inside. (take the sugar out and look inside)

21.
盐及胡椒瓶是油滑的或是半空的。

When salt and pepper shakers are greasy to touch or half empty.

22.
缺乏菜单或饮料单上的项目。

When we run out of any item in any bar or restaurant at any time.

23.
服务员所持的态度是 “我现在是在帮你的忙。”

When service personnel have the “I’m doing you a favor.” attitude.

24.
在宴会厅开会时,会间休息时应供应的咖啡和茶未按时供应。

When banquet coffee breaks start late.

25.
含汽软饮已“走汽”。

When soft drinks come out of the system “flat’.

26.
餐厅地面上的细碎垃圾,纸或食品没有被马上捡走。

When debris, bits of paper and food is not IMMEDIATELY picked up from the carpets or floors in restaurants and bars.

27.
客房送餐所使用的托盘或送餐车被留在楼层内超过三小时。

When R/S trays and tables stay on guest floors more than 3 hours.

28.
餐厅或酒吧未能按其正常营业时间营业。

When restaurants and bars open late or close early. (regular hours are printed and posted all through the hotel and guest rooms.)

29.
客人付出昂贵的价钱,却得不到等值的产品。

When a guest pays top dollar for quality food and beverage and does not get it.

30.
得不到菜单上所描述的产品。

When a guest orders according to the DESCRIPTION on the menu and gets something else.

31.
付出昂贵的房费,却得不到快捷热情的早餐服务。

When a guest pays top dollar for sleeping in a room and can’t get a quick, hot courteous breakfast the following morning.

32.
在长途跋涉到达酒店后,却不能很快地得到一流的汉堡或两只热腾腾的/新鲜的鸡蛋。

When a guest travels all evening to get to the hotel and then can’t get a quick 1st class sandwich or a couple of eggs (HOT AND FRESH).

33.
餐厅有空位却得不到座位安排,餐厅领位也没有对此做出解释。

When guests don’t get seated, see empty tables with no explanation of the Hostess.

34.
椅子或沙发脏了/有面包屑。

When chairs and booths are dirty, stained or have crumbs on the seat.

35.
吃早餐时,没有立刻服务咖啡或茶。

When guest who come for breakfast don’t get coffee or tea immediately up on being seated.

36.
客房送餐的服务员告诉客人只须等20分钟,但实际上让客人等了30分钟。

When R/S says 20 minutes and it takes 30 minutes to get the order.

37.
咖啡不是滚烫的。

When coffee is not steaming hot.

38.
出品所用的装饰水果是干的。

When fruit garnish is dried out.

39.
自助餐台或沙律吧的食品未能及时补充。

When buffet tables or salad bars are not replenished quickly.

40.
上菜不全,或服务员在询问“这份菜是谁的?”

When orders arrive and they are incomplete, or service people ask, “Who gets what?”

41.
咖啡杯是脏的。

When coffee cups are stained. (check inside of cups.)

42.
花瓶中的水是混浊的,花是枯萎的。

When bud vase water is murky or flowers wilted.

43.
使用的布草已破损。

When tale or meeting room linens have small holes, rips or burns.

44.
餐台和椅子是摇晃的。

When tables and chairs are wobbly.

45.
餐台下有油脂或脏的胶贴。

When greasy, dirty rags are used to wipe the tables.

46.
客人已到达餐厅/酒吧门口,但没有服务员迎接他们(微笑,打招呼或一个眼神)

When guests do not get recognized by a smile, a hello, or eye to eye contact when they arrive at the door of any restaurant / bar.

47.
客人并不认为你已为他们尽了最大的努力,特别是当事情没能如愿以偿地办好时。

When guests do not think you have tried your very best to please them even if everything was not perfect.

48.
由于慢吞吞的服务,早上行程计划紧张的客人没能在二十五分钟内用完早餐并离开西餐厅。

When guests are on a tight morning schedule and can’t get in and out of the Coffeeshop in 25 minutes because of slow service.

49.
结帐时,帐单是脏的或湿的。

When a guest gets his food check and it is sloppy, wet or stained.

50.
喝饮料时没有小食。

When guests are drinking and have nothing to nibble on.

服务无止境,用心做细节!!!!--------------陈付勇

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